{"id":2964241,"url":"https://alion.io/job/padsplit-host-account-manager","title":"Host Account Manager","company":{"id":4866,"name":"PadSplit","domain":"padsplit.com","url":"https://alion.io/company/padsplit","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Marketing","role_family":"Marketing","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":60000,"max":65000,"currency":"USD","period":"year","gross":null,"usd_annual":65000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-19T07:53:24Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-08T07:14:37Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"The Role We Need\nPadSplit is hiring a Host Account Manager to serve as the dedicated strategic partner and primary point of contact for a portfolio of PadSplit hosts. This is a newly created role at the heart of our Host Success model, designed to shift how we support all hosts from reactive problem-solving to proactive, relationship-driven account management.\nYou will own the full host relationship from activation through long-term retention. But owning the relationship means more than managing check-ins and reviewing dashboards. It means being a trusted partner and the person your hosts call when something goes wrong, someone who knows the platform, the policies, and the fee structures well enough to provide clear answers on the spot. You will be measured on the outcomes that matter most: your response times, occupancy performance, host satisfaction, churn reduction, and portfolio retention.\nThis role is critical to ensuring every host in your book of business has what they need to thrive on the platform, and that they feel it.\nThe Person We Are Looking For\nWe are looking for a relationship-first operator who leads with data, follows through with hustle, and knows the product, policies, and PadSplit member outcomes well enough to earn a host’s trust in the first conversation. You are proactive by nature, the kind of person who spots a problem in a dashboard before a host ever has to call about it. You are also comfortable in the reactive moments: a confused host on the phone about a payout deduction, a complex situation involving a member that requires judgment and empathy in equal measure, a policy question that does not have a clean answer. You handle those moments with the same professionalism you bring to your scheduled portfolio reviews.\nYou understand that being a trusted partner requires genuine knowledge. You do not escalate everything, and you do not guess. You build the platform and policy fluency to be the person who actually resolves the issue, and you know when escalation is the right call.\nYou believe in PadSplit’s mission and understand what it means to work in the affordable housing space, where the stakes for both hosts and members are real.\nHere’s What You’ll Do Day-to-Day\nACCOUNT MANAGEMENT AND RELATIONSHIP OWNERSHIP\nOwn and manage a dedicated portfolio of PadSplit hosts, serving as their primary named point of contact for support ticket escalation and resolution, policy adherence and understanding, and overall portfolio direction\nProvide the right information at the right time, becoming a partner and strategic advisor of PadSplit \nBuild proactive, trust-based relationships that reduce churn and increase host lifetime value.\nConduct regular performance check-ins, including structured reviews aligned to host goals and PadSplit benchmarks.\nDrive host accountability on key metrics including attainable occupancy, bookability flags, rejection rates, move-in ratings, and member retention.\nPartner with hosts on portfolio growth, including conversations about adding new properties and expanding their PadSplit footprint.\nServe as the host’s internal advocate, surfacing feedback and trends to product, operations, and leadership.\nPLATFORM, POLICY, AND FINANCIAL FLUENCY\n\nMaintain deep working knowledge of PadSplit’s platform, fee structures, payout mechanics, and host-facing policies, with the ability to explain decisions clearly and confidently.\nServe as a knowledgeable, trusted point of contact for hosts navigating financial questions, policy inquiries, and operational challenges.\nApply PadSplit policies thoughtfully, explaining both the “what” and the “why” in a way that builds understanding and trust rather than resentment.\nGuide hosts on pricing strategy, occupancy optimization, listing quality, rejection rate management, and platform best practices using both data and platform knowledge.\nMonitor host and property performance using PadSplit’s data tools, identifying risks and opportunities before they become problems.\nNEW HOST ACTIVATION\n\nLead an intro call for every new host in your portfolio, establishing the relationship and setting expectations from day one.\nGuide new hosts from the beginning, covering pricing, room standards, rejection rate drivers, and mission-critical success requirements.\nPrepare hosts for their first members: responsiveness standards, room readiness expectations, and move-in experience requirements.\nEducate new hosts on member outcome drivers including safety compliance, pricing discipline, and platform behaviors that directly improve member, host and company outcomes.\nISSUE RESOLUTION AND ESCALATION\n\nNavigate complex, nuanced host situations that require investigation, sound judgment, and fair resolution.\nEscalate and coordinate resolution of issues that require cross-functional support, working with member support, trust and safety, payments, and legal teams where appropriate.\nManage emotionally charged conversations with empathy, composure, and directness, holding firm on policy while maintaining the relationship.\nDocument ticket details and resolutions accurately, maintaining clear records across all host interactions.\nIdentify patterns in host concerns and flag systemic issues to inform process, policy, or product improvements.\nTEAM AND PROGRAM DEVELOPMENT\n\nContribute to the development of scalable playbooks, talk tracks, macro responses, and best practices as this function matures.\nParticipate in weekly team syncs to share what is working, surface friction points, and iterate on the program in real time.\nHere’s What You’ll Need to Be Successful\nAccount Management or Customer Success Background: 3+ years of account management, customer success, or high-touch client relationship experience. Background in real estate, property management, hospitality, or a platform-based marketplace is strongly preferred.\nPlatform and Policy Fluency: Ability and willingness to develop deep working knowledge of PadSplit’s product, fee structures, and policies, and to use that knowledge in live host conversations.\nProactive Portfolio Management: Proven ability to manage a large book of relationships with a proactive, not reactive, approach. You spot the problem before the host calls.\nData-Driven Communication: Comfortable using data to tell a story and drive a conversation. You can translate performance metrics into clear, actionable guidance a host can act on today.\nCritical Thinking and Sound Judgment: Ability to analyze incomplete or conflicting information, apply policies thoughtfully in nuanced scenarios, and arrive at fair, defensible decisions.\nEmpathetic Directness: Skill in balancing compassion with clarity, especially when delivering difficult or unpopular outcomes. You hold firm on policy while making the host feel heard.\nStrong Communication: Clear, confident written and verbal communication tailored to diverse audiences. You build trust quickly and handle difficult conversations without escalating unnecessarily.\nOrganization and Follow-Through: Highly organized with the ability to prioritize across a large portfolio without dropping the ball on high-value or high-risk relationships.\nMission Alignment: Genuine belief in PadSplit’s mission and an understanding of what it means to operate in the affordable housing space.\n Growth Mindset: Motivated by the idea of building something new and improving it as you go. This function is being built from the ground up and you will help shape it.\nThe Interview Process:\nYour application will be reviewed for possible next steps by a real human being from the PeopleOps team.\nIf you meet eligibility requirements, the next step would be a video interview with a member of the PeopleOps team for about thirty (30) minutes.\nIf warranted, the next stage is a video interview and meeting with our Senior Host Experience Manager for about forty-five (45) minutes, where the candidate will participate in a live case interview. \nIf warranted, the final step would be a video interview with our Regional Host Experience Manager for thirty minutes (30)\nIf warranted, we move to an offer!\nCompensation, Benefits, and Perks:\nFully remote position - we swear!\nCompetitive compensation package including an equity incentive plan and company-wide bonus opportunity\nNational medical, dental, and vision healthcare plans\nCompany provided life insurance policy\nOptional accidental insurances, FSA, and DCFSA benefits\nUnlimited paid-time (PTO) policy with eleven (11) company-observed holidays\n401(k) plan \nTwelve (12) weeks of paid time off for both birth and non-birth parents\nThe opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis","description_format":"text","description_chars":8690,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Accidental insurance","Dental insurance","Equity","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Real Estate Rental","Telemedicine & Virtual Care","Medical AI"],"lifecycle":[{"event":"open","at":"2026-10-20T23:38:53Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":19,"expected_fill_days":87,"reasons":["conf:2","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":{"stated_usd_annual":65000,"is_top_pay":false},"html_url":"https://alion.io/job/padsplit-host-account-manager","json_url":"https://alion.io/job/padsplit-host-account-manager.json","meta":{"generated_at":"2026-11-08T07:42:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16747,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4866},"rest":"https://alion.io/mcp/rest/get_company?id=4866"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpadsplit-host-account-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpadsplit-host-account-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpadsplit-host-account-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/padsplit-host-account-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpadsplit-host-account-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2964241}},{"tool":"search_jobs","arguments":{"company":"padsplit.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2964241},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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